Tue.Apr 07, 2020

How quickly should you respond to email?

Toister Performance Solutions

Note: This is a special Tuesday-edition post to bring you new research. One day is too long to respond to email. A 24 hour response time was acceptable way back in the good old days of dial-up internet. That seems quaint in today's age of "always on" communication.

A Virtual Call Center Could be your New Future: Maintaining Operations for a Fully Remote Team


We’ve all seen the dystopian movies or books with the same doomsday conclusion: Robots will soon rule the world. The tech we humans create outsmart us to take our jobs and conquer our government. That’s a bit of a stretch.

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The Path to Excellence: Improving Customer Interactions and Business Relationships


Vincent Manlapaz, in an interview with Chris Watkins, talks about building out a client experience based on a simple and guided perspective. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked)

Myra Golden Media

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want.

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Coronavirus, Business Continuity and Visual Assistance: How Enterprises Ensure Service Delivery


As the impact of the COVID-19 pandemic intensifies in a growing list of countries, leading enterprises are seeking out solutions that enable them to protect key personnel and customers while maintaining service delivery.

Lockdown Learning: What the Recent Pandemic Has to Teach Businesses About Adaptability

Joe Rawlinson

The COVID-19 outbreak took the world by storm. Never before has the modern world faced such a seemingly apocalyptic threat since the 1918 Spanish Flu. Governments and various organizations around the globe are trying all in their power to slow down and hopefully completely halt COVID-19’s spread.

Delivering world-class customer service – lessons from The Mouse


Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This year we are transforming Opentalk® into a virtual event — all online and at no cost to you — on May 6. Save the date!

Tech assistance from the holy mountain


I saw the situation, and I went for it. 2014 was going to be a decisive year. It was to be the year I got laid off from my well paid corporate job and the year I decided to study Permaculture and reunite with nature again


Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Is a virtual event the way to go?


Your business spent months crafting the perfect execution, strategy, agenda, marketing materials and social media posts for your large onsite event, and COVID-19 swooped down and said: “Not today, pal. Or tomorrow. Or next month. In fact, why don’t you put on the brakes for the foreseeable future?”.

Nicereply x LiveAgent Integration Benefits


Finding new ways to improve your customer service should be something that’s on the top of your to-do list every single day. We don’t say this lightly — according to Forbes 84% of companies that work to improve their customer experience report an increase in their revenue.

How We Helped a Global Financial Organization Deploy and Support WFH Agents in Less Than Two Hours


With COVID-19 continuing to spread and wreak havoc across the globe, we’ve been busy working with our existing and new customers to help them manage the unprecedented—and unexpected—effects.

VoIP Security Remote Work Tips From VirtualPBX


When taking your company remote for the first time, VoIP security should be at the forefront of your mind. The trained VoIP security professionals who manage the VirtualPBX Phone System have your best interests at heart.

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Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Adapting Your Customer Experience Strategy in the Time of COVID-19


Now that we’ve thought about customer engagement and satisfaction , and remote employees/contact centers , we should turn our thinking to strategy.

Sales Enablement vs. Sales Operations


Sales operations and sales enablement are both functions that aim to improve your sales performance. Sales operations ensures that your sales infrastructure — like the CRM system, compensation and incentive plans, KPI reporting, and proposal and contract management — run seamlessly.

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How to drive desired contact center results in a challenging time

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you keep them focused on their KPIs? How do you help them balance all of those KPIs when service levels are still suffering?

7 Roles You Should Use in Your QA Practice Today


Contact centers consist of more than agents and managers. A highly-effective contact centers are finely-tuned teams that are comprised of networks of managers, team leaders, and quality analysts. Playvox Updates

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

CX5 Talks - An Interview with Jeff Toister


I recently talked with Jeff Toister , founder of Toister Performance Solutions and author of The Service Culture Handbook: A Step-By-Step Guide to Getting Your Employees Obsessed with Customer Service. Customer Service Customer Experience Technology call center CX5 Talks

FAQ: What You Need to Know to Apply for a Small Business Loan Under the CARES Act


How the CARES Act Can Help Small Business Owners The recent Coronavirus, Relief, and Economic Security (CARES) Act signed into law a $2.2T economic stimulus package that designates $367B for small business relief.


How to Measure your Customer Service Team Performance

Provide Support

You can affect only those things you pay attention to. That is why it is important to get information about your live chat customer service team performance and make improvements based on it.

How to Lead During a Crisis: Learn Why Health Culture Matters


The Culture of Health is one of the essential must-haves in crisis management, as Contact Centers must quickly evaluate the risks, the problems and the solutions regarding how coronavirus affects their business and employees.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

How Latency may be a challenge for Networks due to Remote Working


In this current climate, as more and more people work from home and use multiple devices, they can encounter problems due to poor network latency. Residences and communities covered by cable and copper-wire links with reduced capacity would be among the first affected.

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Pre-emptive Contact Center Services – The #1 Customer Retention Hack?


Get enough data together, and your business can know customers better than they know themselves. For a contact center that means understanding the problems customers face. But you have a choice: will you try to solve the problem? Or prevent the problem?

Build Your Audience Before You Build Your Business

CSM Magazine

When you start a new online business, it’s traditional to come up with a product or service, build a website around your business idea, and then search for an audience who wants to browse through your website and buy your products or hire you for your services.

From Hurricane Planning to Pandemic Disaster Recovery: Tips for Tackling COVID-19

Working Solutions

The COVID-19 pandemic is a once in-a-century phenomenon, comparable to nothing else we’ve faced in the modern era. It’s a crisis that’s already shut down, melted down a wide section of daily life and economic activity, from travel and sports to global finance and healthcare.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.